Director, Global Operations Transformation
Bristol Myers Squibb
August 25, 2026
Remote friendly (Tampa, FL)
United States
Operations
Position Summary
As the Director, Global Operations Transformation in People Services, you will drive HR operations delivery, leading a global team to deliver a seamless, efficient HR experience for employees and managers, aligned to strategic goals and customer-centric HR service delivery. Requires HR operational rigor, customer empathy, process improvement, and eagerness to use chatbots, agent assist, and AI.
Key Responsibilities
- Execute a multi-year vision for global customer support operations aligned to strategy and customer success metrics.
- Lead transformation using automation, AI, and data to improve resolution times, self-service adoption, and customer satisfaction.
- Foster innovation through digital thinking and rapid experimentation.
- Translate strategy into data-informed roadmaps and KPIs to drive efficiency and customer experience.
- Lead, mentor, and develop a high-performing People Services team (excellence, accountability, continuous learning).
- Support professional development with training, resources, and career opportunities.
Initial Transformation Deliverables
- Adopt improved case management practices across People Services operations and with peer People Organization teams.
- Identify and implement operational efficiencies via AI adoption.
- Support geo-location transition of operational activities per team transition proposals.
- Refine KPIs and SLAs to measure performance and drive continuous improvement.
Qualifications & Experience
- Bachelor’s degree (or equivalent).
- 5–7 years in HR shared services; at least 3 years in a management role for workforce data management, benefits, or payroll.
- Demonstrated HR operations transformation using digital solutions/AI.
- Background leading HR transformation and process improvement; integrate HR technologies.
- Deep customer service management knowledge.
- Expertise in HR tech (HRIS, case management tools, self-service platforms).
- Analytical, data-driven mindset; strong interpersonal and communication skills.
- Ability to use business judgment to identify appropriate solutions.
Benefits (as listed)
- Health coverage (medical, pharmacy, dental, vision); wellbeing support (EAP, etc.); financial protection (401(k), disability, life insurance, etc.); Paid time off.
Application Instruction
- If you’re intrigued but not a perfect match, apply anyway.
As the Director, Global Operations Transformation in People Services, you will drive HR operations delivery, leading a global team to deliver a seamless, efficient HR experience for employees and managers, aligned to strategic goals and customer-centric HR service delivery. Requires HR operational rigor, customer empathy, process improvement, and eagerness to use chatbots, agent assist, and AI.
Key Responsibilities
- Execute a multi-year vision for global customer support operations aligned to strategy and customer success metrics.
- Lead transformation using automation, AI, and data to improve resolution times, self-service adoption, and customer satisfaction.
- Foster innovation through digital thinking and rapid experimentation.
- Translate strategy into data-informed roadmaps and KPIs to drive efficiency and customer experience.
- Lead, mentor, and develop a high-performing People Services team (excellence, accountability, continuous learning).
- Support professional development with training, resources, and career opportunities.
Initial Transformation Deliverables
- Adopt improved case management practices across People Services operations and with peer People Organization teams.
- Identify and implement operational efficiencies via AI adoption.
- Support geo-location transition of operational activities per team transition proposals.
- Refine KPIs and SLAs to measure performance and drive continuous improvement.
Qualifications & Experience
- Bachelor’s degree (or equivalent).
- 5–7 years in HR shared services; at least 3 years in a management role for workforce data management, benefits, or payroll.
- Demonstrated HR operations transformation using digital solutions/AI.
- Background leading HR transformation and process improvement; integrate HR technologies.
- Deep customer service management knowledge.
- Expertise in HR tech (HRIS, case management tools, self-service platforms).
- Analytical, data-driven mindset; strong interpersonal and communication skills.
- Ability to use business judgment to identify appropriate solutions.
Benefits (as listed)
- Health coverage (medical, pharmacy, dental, vision); wellbeing support (EAP, etc.); financial protection (401(k), disability, life insurance, etc.); Paid time off.
Application Instruction
- If you’re intrigued but not a perfect match, apply anyway.